PalmPay, a leading Africa-focused fintech platform, has earned recognition in the prestigious 2024 KPMG West Africa Banking Industry Customer Experience Survey for delivering outstanding customer experiences. The platform outperformed traditional banks in critical areas of service delivery, solidifying its reputation as a leader in Nigeria’s digital financial services sector.
The survey highlighted PalmPay’s impressive performance across multiple stages of the customer journey, with users commending its seamless transaction processing, reliability, and innovative features. PalmPay achieved a remarkable Customer Experience (CX) score of 81.6, placing it among the top fintechs in West Africa.
KPMG’s evaluation is based on six key pillars of customer experience excellence: Integrity, Resolution, Expectations, Time & Effort, Personalisation, and Empathy. PalmPay excelled in reducing customer effort, fostering trust through proactive and transparent communication, and streamlining processes to ensure a seamless experience.
Chika Nwosu, Managing Director at PalmPay, expressed gratitude for the recognition:
“We are honored to receive this recognition from KPMG, which underscores our unwavering commitment to providing accessible, reliable, and innovative financial solutions to Nigerians. At PalmPay, we continuously strive to redefine the banking experience by addressing customer pain points, streamlining transactions, and ensuring that our customers can trust and rely on us for their everyday financial needs.”
The survey highlighted PalmPay’s standout features, including minimal network downtime, swift issue resolution, and proactive user communication. Customers praised the platform’s reliability, citing advance notifications of scheduled maintenance as a key factor in building trust.
One customer shared in the report:
“PalmPay hardly has network issues and they have saved me from embarrassment,” reflecting the platform’s focus on reliability and user satisfaction.
This recognition aligns with PalmPay’s mission to drive financial inclusion by offering user-friendly, tech-driven solutions tailored to underserved communities. Through strategic partnerships and ongoing innovation, PalmPay continues to enhance the customer journey and expand access to financial services across Nigeria.
PalmPay’s achievement in the 2024 KPMG survey highlights its growing role in transforming the financial services landscape in West Africa, setting a benchmark for excellence in customer experience.
